Step 1.3 – Assess constraints and enablers in your organisation

Outcome: By completing Step 1.3, you will have a map of the likely contextual influences (constraining and enabling) on AHPEQS implementation – including political, stakeholder and logistics considerations. You could use this to inform a risk management plan to show how you will work with or mitigate the constraining factors and harness the enabling factors to ensure success.

Things to consider

This page lists the items that need to be considered in Step 1.3 to assess constraints and enablers in your organisation.

Constraints

There may be a range of constraints on the routine collection and use of patient experience information in your organisation. These constraints may affect how AHPEQS is implemented, when it is done and who is involved.

It is important that you identify these constraints early in the process so that you can take them into account in planning your AHPEQS implementation.

Potential constraints include:

  • Existing patient experience measurement activity – you will need to see what your organisation does now, to see how AHPEQS can complement this activity without ‘reinventing the wheel’
  • Human and financial resources constraints – it may be necessary to think creatively about how the additional work will be done and who will do it. Can AHPEQS be rolled into an existing process? Will external resources be required? Can resources be shared with other organisations?
  • Cultural constraints – there may be resistance in parts of the organisation to the idea of measuring patient experience and/or using this to improve care; these kinds of issues can be addressed with careful consideration of how to gain buy-in and engagement among different stakeholder groups
  • Legislative and contractual requirements (for example, Department of Veterans Affairs or jurisdictional requirements) – see how AHPEQS fits in with your existing obligations
  • Reporting cycles – make sure timing of AHPEQS collection and reporting fits well with existing reporting cycles (for example, if reports to the board are quarterly, you may wish to use AHPEQS in the month before the reports, so that AHPEQS results can be included)
  • Other events and priorities – you may have other events to consider, such as staff training schedules or consumer forum meetings; you will also have to see where patient feedback fits in your organisation’s priorities.

Enablers

Enablers are resources or situations that will help to ensure the success of your implementation. Identifying existing resources will enable you to effectively draw on them when implementing AHPEQS.

Potential enablers include:

  • Executive sponsors
  • Clinical champions
  • Staff training forums
  • A person-centred care strategy
  • Consumer committees and forums
  • Information on consumer preferences and needs
  • Changes to models of care.

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